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Service Desk Coordinator job in Washington

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Job Ref:  2016-14672
Employer:  General Dynamics US
Country:  United States
County/State:  D.C.
City:  Washington
18/10/2016 05:18
Job Description

General Dynamics Information Technologies has an opening for a Service Desk Coordinator in Washington, DC. Candidate will serve as a member of level Tier I-III Service Desk support staff in providing friendly, expert support to a high profile customer. Candidate will be performing several duties in conjunction with 30-35 support engineers of all levels. These duties include but not limited to, performing ticket creation, ticket assignment, ticket review, and quality assurance checks on several Change and Incident queues. Manage a complex scheduling tool to assign technical team for all duties including IMACs (Install, Moves, Adds, and Changes) and break-fix issues while monitoring required Service Level Agreements (SLAs). Works as part of team to be sure tickets are being closed within SLA. Applicant selected must have the ability to obtain and maintain favorable background status. General Dynamics Information Technologies is an EEO/Affirmative Action Employer.

General Responsibilities

  • Assigns tasks/tickets to Tier I-III technicians from HP Service Manager, for Incidents and Change, Acquisition and Non-Acquisition tickets.

  • Schedules all activities including IMACs (Installs, Moves, Adds, and Changes) and customer dispatch requests for break-fix issues

  • Performs quality assurance checks on Change, Incident, Acquisition, Non Acquisition for both DC and State tickets using HP Service Manager.

  • Serves as central point for technicians to report all ticket status updates

  • Analyzes and provides feedback to management to ensure that all Service Level Agreements (SLAs) are met on all assigned tickets.

  • Prioritizes ticket assignments based on severity

  • Updates HP Service Manager with complete, accurate and timely information

  • Completes all corporate requirements in accord with General Dynamics Information Technology corporate policy


Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


5-8 years of directly related experience supporting help desk operations.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial NA approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support NA is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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